Amazon Connect Support Engineer
RemoteBrazil
BrazilRemoteFull TimeMedium
Full TimeMedium
Job Summary
Design and enhance proactive monitoring capabilities for AWS Connect CCaaS platforms to ensure system reliability and operational excellence. Collaborate with developers and architects to enforce logging standards, troubleshoot production issues, and perform root cause analysis using Splunk, Zabbix, and CloudWatch. Develop end-to-end interaction flows and maintain CloudWatch dashboards to strengthen diagnostics and minimize downtime. Work with vendor partners to drive operational improvements and implement corrective actions across the environment.
Required Qualifications
- 4+ years of overall IT experience with strong exposure to CCaaS environments
- Solid experience in contact center observability, monitoring, and troubleshooting of production systems
- 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch
- Practical AWS cloud experience, including Lambda, Amazon Connect, Application Load Balancers (ALBs)
- Experience in at least one scripting language such as Python or JavaScript to support automation and operational efficiency
- Excellent communication and teamwork skills with the ability to collaborate across technical teams
Desired Qualifications
- Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms
- Experience with monitoring and observability tools such as Zabbix
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